What are the responsibilities and job description for the Help Desk Lead position at CAI?
Job ID Number
R4868
Employment Type
Full time
Worksite Flexibility
Hybrid
Job Summary
As a Help Desk Lead, you will support end users in application support while overseeing help desk operations and team performance.
Job Description
CAI is seeking a dedicated and experienced Help Desk Lead to oversee our help desk operations, providing support to end users of a Salesforce based application by resolving P1 and P2 tickets and escalating high-level issues to IT. The Help Desk Lead will ensure timely resolution of technical issues reported by end user. The Lead also trains and mentors Help Desk Analysts, promoting adherence to customer service best practices. This position will be contract and hybrid in Trenton, NJ. MUST BE LOCAL TO TRENTON, NJ.
What You'll Do
- Oversee daily help desk operations and team performance
- Prioritize and resolve incoming support requests from end users
- Adress P1 and P2 tickets efficiently
- Escalate tickets above P2 to IT for further action
- Monitor help desk metrics and generate performance reports
- Ensure high levels of customer satisfaction through effective communication
- Train Help Desk Analysts on processes and tools
- Maintain documentation and a knowledge base for common issues
What You'll Need
Required :
Preferred :
Physical Demands
LI-AE1
Reasonable Accommodation Statement
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 - 8111.
Equal Employment Opportunity Policy Statement
It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.
